AI Ticket Bot V2 is live: tickets belong in channels

TL;DR

We rebuilt AI Ticket Bot from the database schema up. Tickets now live in plain Discord channels. The AI got its own home in NEXUS. Every paid feature you used to gate behind a trial is now available on the free tier from day one. No silent rollouts, no migration nightmares; the new bot is what ships when you invite us today.

Why we rebuilt

The previous version used Discord forum posts as tickets, with a DM relay so staff replies inside a post reached the user. Mechanically it worked. As a product it punished every new user:

• The forum-post UI was unfamiliar; members did not know where to type.
• A hard cap of one ticket per user across all servers (the DM channel was the relay, and Discord only gives you one).
• Anyone with DMs disabled (a popular privacy setting) silently could not see staff replies.
• Occasional message-delivery failures and notification bugs at both ends of the relay.

On top of that, three AI complaints kept coming up in support: accuracy was not sharp enough, memory drifted across long tickets, and token usage was wildly unoptimized. Each one was fixable in isolation. Together they were the signal to stop patching.

What is new in V2

Channels are the ticket

No more DM relay. A ticket is a real Discord channel, visible to every staff role you wired. Staff jump in, claim with /ticket claim, drop a reply, close with /ticket close. New staff scroll back and learn the room. Transcripts save to a public token URL on close so an audit in 2027 still has the record.

Per-server AI brain you teach

Run /ai train and feed the bot your rules, FAQ, and policies in plain language. The brain accumulates. Next week, the next ticket, the AI uses what you taught. One brain per server. No shared knowledge pool, no leakage between communities.

NEXUS, our AI platform

AI inference runs on our own infrastructure at nexbrain.dev, routed through Anthropic on a per-request basis with zero retention on their side. Nothing is sent to other AI providers. Brain state stays on our boxes.

Honest escalation

The AI picks one of three priorities (low, normal, high) and pings exactly one role on a ticket that needs a human. Never @everyone. Never the wrong role. The system prompt forbids escalating because a member is frustrated, before searching, or as a default.

Token transparency

Daily and monthly AI token budgets per plan, visible at all times. When the cap hits, the AI stops cleanly and your tickets keep working manually. No overage charges, ever.

What stayed the same

• Free tier is real. Every core feature works on Free. The watermark and the AI token cap are the only differences.
• One bot, one focus. Tickets and AI assist. No feature creep into general-purpose moderation.
• Slogan still holds: It is not just an AI, it is your AI.

What is next

• A public dashboard with the same panel config we run internally.
• Deeper analytics per staff member, ticket category, and AI-handled vs human-handled.
• A published webhook event list so you can plug AI Ticket Bot into your own ops tools.

Every one of those lands here first. Bookmark /updates or follow the Discord support server for the moment they ship.

How to get on V2

If you already have the bot in your server, you are on V2 the moment this post is live. No re-invite, no data migration step. If you do not have it yet, the pricing page is the next stop, or hit the Add to your server button in the nav.

Thanks to everyone who told us what was broken. This is your release as much as ours.

— Dani